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Paldesk is helpdesk and ticketing software made for customer support teams. Problem-solve with tickets over and leave your website visitors and customers satisfied. Real-time and proactive, it's the perfect tool to answer difficult questions and provide extraordinary support. Bring your customers together into one place from multiple channels, establish meaningful relationships and nurture them into fruitful partnerships.
Provider
Paldesk
Located In
United States
Foundation
2014
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Mobile Apps
Android, iOS
Training
Documentation, Live Online
Support
Chat, Email/Help Desk
Our target market are small businesses that deal with selling a product or service online.
Content Source: Paldesk
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Paldesk Reviews
Pros
It has been a good experience and has been a good solution for us to offer better support to our customers.
I love the features to offer support. It is fantastic to have support Facebook messenger, chat, and email all from one place.
Chat looks really good on a website, and response time is great. Integration of different channels is great too.
Easy to get how it works, super user friendly and extremely useful. Integrates with an e-mail, facebook and twitter accounts fast and easy, squeezing all communication channels at one.
Cons
I was attracted to PalDesk based on its featureset, but disappointment with some of the bugs in implementation.
A few aspects of the implementation make it a bit challenging to use. The administrators' panel is a bit confusing.
I've erased a widget by accident. I dont' remember the details but I do remember that the system didn't save backups of my settings.
You may need to click a few times or wait a few seconds. The bot builder doesn't work very well, and PalDesk has chosen to de-emphasize this feature.
"Exquisite :)"
Overall: Saves a time. Increases efficiency of multi-conversation coordination and resovement. Fastens reactions to customers requests and their resovement at that matter. Eliminates possibility to forget about postponed conversations, and lists all the client wishes/requests on same spot, improving costumer care - since it takes a click to review them no matter of time or channel they were sent trough!
Pros: Easy to get how it works, super user friendly and extremely useful :) Integrates with an e-mail, facebook and twitter accounts fast and easy, squeezing all communication channels at one. Customization is simple and smart team option to assign contacts to the ideal agent works proces to be very efficient.
Cons: Because of the my job requirements, it would be great (for me) if there were some extra features developed regarding an e-mail handling procedures...
Vendor Response
"Paldesk live chat"
Overall: with Paldesk we can convert customers and improve customer service
Pros: Easy to use, one dashboard for all channel (website, Facebook, email, ...) Mobile app, Integrations,
Cons: In free versions are Facebook, e-mail and the web, but not Twitter
"A great start with some hiccups in the user experience"
Overall: I was attracted to PalDesk based on its featureset, but disappointment with some of the bugs in implementation.
Pros: PalDesk ticks all the right boxes: a friendly, (somewhat) targetable chat widget, feedback widget, and popup builder. The widget builder offers good customization and I like being able to connect different channels to the service. Customers can be prompted to enter email for follow-up, important if you're not able to respond in real-time to their query. The featured links within the chat widget are an excellent tool.
Cons: A few aspects of the implementation make it a bit challenging to use: 1. The administrators' panel is a bit confusing. Perhaps that's on me, not having learned it thoroughly. Just be prepared to take a bit of time to get familiar with it. 2. Caching means that you may get partway into the interface, then be faced with a log-in screen. After logging in, you may have to start over in navigating to where you want to be. 3. I've erased a widget by accident. I dont' remember the details but I do remember that the system didn't save backups of my settings. There was no way to revert. 4. When assigning a chat, the system isn't smoothly responsive. You may need to click a few times or wait a few seconds. 5. The bot builder doesn't work very well, and PalDesk has chosen to de-emphasize this feature. But I think that's the right way to go; bots aren't as great as we might have thought.
"Great Omnichannel Chat!"
Overall: I have better communications with my customers :)
Pros: Simplicity and Pal brand is great thing! :)
Cons: Maybe more features like video recording
"Just what I was looking for"
Overall: I was missing messages and notifications. I had a chat program that I deactivated and realized how important having chat was so this helps me connect with site visitors.
Pros: It does everything that I need it to do. I was looking for a solution so that I wasn’t missing messages and could get them all in one place along with adding a chat function to my website!
Cons: The set up is a bit challenging and was not very clear to me but once everything is set up it’s smooth sailing.
